Refund & Cancellation

Legal OS note. Detailed mechanics live in the Billing Schedule. Consumer renewal, withdrawal, and conformity live in the Consumer Schedule. This page remains the Customer-facing refunds hub and summary.

Contracting party#

These documents are published by the operator of the Brownbox service:

This policy is commercial. It does not replace the Privacy Policy. Mandatory Consumer rights under Dutch / EU law remain available where they apply.

Plain-English summary#

1. You can cancel a Subscription so it does not renew; you keep paid-period access through the end of the current billing period (unless we terminate for cause).
2. Subscription cancellation is not the same as statutory withdrawal. Consumers may have a separate 14-day withdrawal right for distance contracts — see §6.
3. Subscription Allowance Generations reset each period and do not roll over. Purchased Top-ups do not expire until used. Promo Generations follow their grant rules.
4. If a Generation fails for an objective technical reason, we restore the Generations once (automatic where our systems detect it). This does not limit mandatory Consumer remedies for non-conforming digital services.
5. Disliking the look of an Output is not a Failed Generation.
6. We do not say “no refunds ever.” Cash refunds may apply where law requires or where we agree in writing (e.g. undisputed billing error).
7. Consumers keep mandatory withdrawal, conformity, and other non-waivable rights where applicable.

What you buy#

Currency for pricing is EUR. Prices shown at checkout include VAT where stated. You must provide accurate billing and VAT identity. Live prices are shown at checkout.

Subscriptions — renewal, cancel, downgrade#

Paid Plans renew automatically at the end of each billing period (monthly or annual) until you cancel or we terminate.

Consumers — Dutch subscription rules. After any initial fixed term (for example an annual period), a Consumer Subscription continues as an indefinite-term subscription that the Consumer may terminate at any time with a maximum one-month notice, using at least the same channel used to subscribe (online via the billing portal / Settings) and in writing. We do not silently renew a Consumer annual plan into another fixed 12-month lock-in. Checkout discloses the billing interval and renewal behaviour.

Business Customers renew on the interval shown at checkout (monthly or annual) until cancelled before the next charge.

1. Use the Stripe Customer Portal from Settings → Billing, or
2. Email support@usebrownbox.com from the Account email with subject “Cancel subscription” and your Workspace name.

Cancellation must be no harder than signup. We will not use dark-pattern retention walls that block a clear cancel path.

Downgrading takes effect per Stripe/portal timing (often next period). Downgrade must not destroy unused purchased Top-up Generations.

No paid trial for this launch. If a trial is later re-enabled, conversion terms will be disclosed before you start and in this policy by version bump.

We will not delete paid Outputs merely because a renewal payment failed.

Generations (Credits) — buckets and spend order#

Customer UI says generations. Internally the ledger may say credits (1:1 with Generation Units before Quality Mode multipliers).

Unless the product UI states otherwise for a specific grant:

1. Expiring buckets first (Subscription Allowance, then expiring Promo), then
2. Free Allowance, then
3. Purchased Top-ups (never-expire).

Quality Mode multipliers apply at confirm time (e.g. Max/4K may use 4 units for one Output).

We may reserve Generations when you submit a Job and settle when the Job reaches a terminal state. A reserve that never settles because of a system fault is treated as a Failed Generation for restoration (§5).

Failed Generations — restore once#

A Failed Generation occurs when, through no fault of your Inputs violating AUP / AI Content / Likeness policies, the Job does not deliver a usable Output due to an objective technical failure, including:

• Hard timeout;
• Infrastructure / Provider outage before a usable Output is delivered;
• Job marked failed where no billable Provider success is recorded;
• You never receive a downloadable / viewable Output because of our delivery failure (not because you deleted it).

• Style, taste, composition, or “not on-brand” dissatisfaction;
• Product fidelity short of commercial expectation where an Output was delivered;
• Refusal because Inputs violate AUP, AI Content Policy, Likeness rules, or law;
• Soft quality flags that still deliver an Output;
• User error (wrong Product, wrong prompt, insufficient references).

Cancel before Provider submission → release reserve. Cancel after Provider submission → automatic restoration may be denied under billable-attempt rules.

Prefer not consuming Generations when refusal happens before outbound Provider accept. If Generations were consumed incorrectly, restore once under §5.3.

For a material Service outage, we may grant proportionate Promotional Generations or extend access at our discretion. That goodwill does not waive Consumer statutory remedies.

Cash refunds#

• Required by mandatory law (including applicable Consumer withdrawal / digital-service rules);
• Undisputed billing error;
• We agree in writing as goodwill or dispute settlement.

• Unused Subscription Allowance at period end;
• Change of mind after you have used the Service to generate Outputs (Business Customers);
• Style dissatisfaction with delivered Outputs;
• Promotional or Free Generations (no cash value).

If you are a Consumer, you may have a statutory right of withdrawal from a distance contract within 14 days without giving any reason, subject to applicable exceptions. You may voluntarily add notes on the withdrawal form; a reason is not required.

Classification. Brownbox sells primarily a digital service (SaaS access and generation capability). Top-ups are prepaid entitlements to additional Generations under that digital service — not a separate downloadable digital-content file sale. Individual Outputs stored in your Workspace are generated as part of the service; they are not sold as standalone digital-content products unless we expressly offer a separate download-only SKU.

Digital services. If you request that we begin performing the digital service during the withdrawal period, you may owe a proportionate amount for the service provided until withdrawal, and the withdrawal right may be lost only when the service has been fully performed and the statutory information and consent conditions are met.

Digital content (if we ever sell standalone non-tangible digital content). Loss of withdrawal requires prior express consent, acknowledgement of loss, and commencement, plus durable-medium confirmation where required. We will not reuse a single checkbox to extinguish rights for every product type unless legally valid for each item.

Withdrawal vs cancellation: Cancelling a Subscription stops future renewals. Withdrawal terminates the distance contract within the statutory period and may entitle you to a refund where applicable law requires.

Online withdrawal: Where required by Dutch law (including Article 6:230oa BW), we provide a clear and easily accessible withdrawal function at /legal/withdrawal. You may also email support@usebrownbox.com from your Account email.

We confirm receipt of a valid withdrawal without undue delay on a durable medium. Where reimbursement is due, we reimburse without undue delay and in any event within 14 days of being informed of your decision to withdraw, using the same means of payment you used unless you expressly agree otherwise, and without charging fees for the reimbursement itself.

If you are a Consumer, mandatory remedies for non-conforming digital content or digital services under Directive (EU) 2019/770 and Dutch law may include bringing the service into conformity, a proportionate price reduction, or contract termination with refund, where applicable. Failed Generation restoration is an additional commercial remedy for objective technical failures and does not replace those statutory remedies.

Email support@usebrownbox.com from your Account email with Workspace id, Stripe invoice/payment id, and Consumer vs Business status. Optional notes may help us investigate but are not required for statutory withdrawal. We aim to acknowledge commercial billing requests within 5 business days. Statutory withdrawal reimbursements follow the 14-day legal deadline in §6.3, not this internal commercial target.

Chargebacks#

We may suspend new Generations and purchases while investigating. Existing assets remain accessible unless fraud or AUP abuse is involved. Fraudulently obtained Generations may be clawed back. Contact us before charging back when possible.

Support#

Changes#

Material changes: notice under the Terms before they apply to renewals or new purchases. Version and effective date appear at the top.

Governing law#

Interpreted under the laws of the Netherlands, without prejudice to mandatory Consumer protections.